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Managing Knock Your Socks Off Service Audiobook
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Publisher Description
In our increasingly connected world, customer service can make or break a business. Companies that excel keep customers coming back—and those who don’t soon discover that word spreads fast. The difference is in how managers train, coach, and support frontline employees. Extensively revised with today’s empowered, web-savvy consumer in mind, Managing Knock Your Socks Off Service shows managers and supervisors how to:
- find and retain service-oriented people
- understand customer needs, expectations and desires
- build a service vision
- design a user-friendly service delivery process
- involve and inspire employees
- recognize and reward good performance
The third edition features new chapters on: learning from lost customers; inciting passion and incentivizing service; fostering trust; and delivering great customer experiences online. In short, everything readers need to ensure their frontline employees become their company’s biggest asset.
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About the Authors
Chip R. Bell is senior partner of the Chip Bell Group and former director of management and organization development for NCNB, now Bank of America. He was a highly decorated infantry unit commander in Vietnam with the elite 82nd Airborne Division and is the author or coauthor of several bestselling books, including Wired and Dangerous.
Ron Zemke is the president of Performance Research Associates, Inc., has been the senior editor of Training magazine, and wrote for the American City Business journals. As a business consultant, he has worked with many large corporations, including GM, Best Buy, Sun Microsystems, and Turner Broadcasting System.
About Lloyd James
Lloyd James (a.k.a. Sean Pratt) has been a working professional actor in theater, film, television, and voice-overs for more than thirty years. He has narrated over one thousand audiobooks and won numerous Earphones Awards and nominations for the Audie Award and the Voice Arts Award. He holds a BFA degree in acting from Santa Fe University, New Mexico.